Dear Revdex.com,Our office manager, [redacted], made attempts to reach out to this customer. A summation of our actions is detailed below. We also have email proof and documentation that we have tried to connect with this customer on several occasions. So we are not aware of the reason for this...
complaint. [redacted] placed on online order with
our company on the evening of 4/6/15We needed more information before we could
process the order. The client did not
provide us a phone number so we sent her an email asking her to call our
company[redacted] replied to our email on 4/6/15
after our company was closed indicating she was unable to call and wished us to
email her the information we required. [redacted] sent an additional email on 4/7/15
before our company opened requesting we cancel her order.When our company opened on 4/7/15 we cancelled
her order and sent her an email informing her a credit is being issued to the
credit card used to place the order. A
second email was sent at the same time from Request A Test which also informed
[redacted] that her order was cancelled and a credit was being issued to the
card used to place the order. This
second email also indicated the credit would appear on her card within 2-5
business days.On 4/8/15 [redacted] emailed requesting a copy
of the credit card transaction showing the credit was processed. She later asked for a manager to email her
but at the time no manager was available.To quickly respond to her request, since no
manager was available, on 4/8/15 we emailed [redacted] the documents provided
by our credit card service showing the credit was processed on 4/7/15. [redacted] sent an additional email on 4/8/15
indicating she was going to contact the Revdex.com because we
refused to allow her to speak to a manager.When a manager became available on 4/8/15 she
emailed [redacted] stating we had responded to her request to provide her the
documents from the credit card service showing the credit was issued on
4/7/15. We were not refusing to allow
her to speak to a manager. The email
also provided [redacted] the manager's name and contact phone number. The email also stated if [redacted] would
prefer she could email the manager her phone number and the manager would call
her. [redacted] responded to the email on 4/8/15
saying we were not addressing her request to be mailed by a manager.The manager responded to her email shortly after
receiving it again asking how she could assist.
[redacted]PresidentRequest A Test
Dear Revdex.com and [redacted],I am writing in response to the complaint filed by Mr [redacted]
[redacted]. I am sorry to learn that he has
filed a complaint against Request A Test.
This is the first complaint that we’ve had to address in 12 years of
business. So please let...
me know if I am going through the proper procedures.Here is our documentation support that we are not fraudulent and that we are a proper business who communicates with our customer.Every order, upon processing the customer credit card, receives a "receipt" email. In that email is this verbiage listed below. It is a demonstration that we make our customers aware that not all of our lab locations are able to do drug testing orders (As in this case with Mr [redacted])
"Please note that not all lab locations are
able to perform drug testing. Request A Test will verify the selected lab is
available for drug testing." We propose an additional location that is available if the one that is selected is unable to service our customer. If that is not suitable for our customers, they are free to cancel their order at any time. We do not hold their payment hostage nor do we tell them it is not refundable. Our refund policy is full refund. No questions asked. No fees held. This policy is on our website for full customer disclosure. Here is the verbiage
A:Can I cancel my order? After an order has been processed, you may cancel prior to your
specimen collection for a full refund. 3. In addition, when someone places an order via our website, in the test description for the Drug testing and in the check out cart, we have this verbiage "Please note that not all lab locations are able to perform drug testing. Request
A Test will verify the selected lab is available for drug testing." So in regards to Mr [redacted]'s dissatisfaction, given the information we have presented above, we feel that we do our best to ensure that our customer is aware that a lab selection for drug testing will be verified after the order is placed and if they do not want to continue with our testing service for whatever reason including lab proximity, they are entitled to a full refund prior to executing the testing. Please let me know if there is any further documentation you need in this matter. Again, we are sorry Mr [redacted] is displeased, yet we feel that we have operated in good faith and communication with all our customers. Thank you[redacted]PresidentRequest A Test
Dear Revdex.com,Our office manager, [redacted], made attempts to reach out to this customer. A summation of our actions is detailed below. We also have email proof and documentation that we have tried to connect with this customer on several occasions. So we are not aware of the reason for this...
complaint. [redacted] placed on online order with
our company on the evening of 4/6/15We needed more information before we could
process the order. The client did not
provide us a phone number so we sent her an email asking her to call our
company[redacted] replied to our email on 4/6/15
after our company was closed indicating she was unable to call and wished us to
email her the information we required. [redacted] sent an additional email on 4/7/15
before our company opened requesting we cancel her order.When our company opened on 4/7/15 we cancelled
her order and sent her an email informing her a credit is being issued to the
credit card used to place the order. A
second email was sent at the same time from Request A Test which also informed
[redacted] that her order was cancelled and a credit was being issued to the
card used to place the order. This
second email also indicated the credit would appear on her card within 2-5
business days.On 4/8/15 [redacted] emailed requesting a copy
of the credit card transaction showing the credit was processed. She later asked for a manager to email her
but at the time no manager was available.To quickly respond to her request, since no
manager was available, on 4/8/15 we emailed [redacted] the documents provided
by our credit card service showing the credit was processed on 4/7/15. [redacted] sent an additional email on 4/8/15
indicating she was going to contact the Revdex.com because we
refused to allow her to speak to a manager.When a manager became available on 4/8/15 she
emailed [redacted] stating we had responded to her request to provide her the
documents from the credit card service showing the credit was issued on
4/7/15. We were not refusing to allow
her to speak to a manager. The email
also provided [redacted] the manager's name and contact phone number. The email also stated if [redacted] would
prefer she could email the manager her phone number and the manager would call
her. [redacted] responded to the email on 4/8/15
saying we were not addressing her request to be mailed by a manager.The manager responded to her email shortly after
receiving it again asking how she could assist.
[redacted]PresidentRequest A Test
Dear Revdex.com and [redacted],I am writing in response to the complaint filed by Mr [redacted]
[redacted]. I am sorry to learn that he has
filed a complaint against Request A Test.
This is the first complaint that we’ve had to address in 12 years of
business. So please let...
me know if I am going through the proper procedures.Here is our documentation support that we are not fraudulent and that we are a proper business who communicates with our customer.Every order, upon processing the customer credit card, receives a "receipt" email. In that email is this verbiage listed below. It is a demonstration that we make our customers aware that not all of our lab locations are able to do drug testing orders (As in this case with Mr [redacted])
"Please note that not all lab locations are
able to perform drug testing. Request A Test will verify the selected lab is
available for drug testing." We propose an additional location that is available if the one that is selected is unable to service our customer. If that is not suitable for our customers, they are free to cancel their order at any time. We do not hold their payment hostage nor do we tell them it is not refundable. Our refund policy is full refund. No questions asked. No fees held. This policy is on our website for full customer disclosure. Here is the verbiage
A:Can I cancel my order? After an order has been processed, you may cancel prior to your
specimen collection for a full refund. 3. In addition, when someone places an order via our website, in the test description for the Drug testing and in the check out cart, we have this verbiage "Please note that not all lab locations are able to perform drug testing. Request
A Test will verify the selected lab is available for drug testing." So in regards to Mr [redacted]'s dissatisfaction, given the information we have presented above, we feel that we do our best to ensure that our customer is aware that a lab selection for drug testing will be verified after the order is placed and if they do not want to continue with our testing service for whatever reason including lab proximity, they are entitled to a full refund prior to executing the testing. Please let me know if there is any further documentation you need in this matter. Again, we are sorry Mr [redacted] is displeased, yet we feel that we have operated in good faith and communication with all our customers. Thank you[redacted]PresidentRequest A Test